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user_a46c29
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Mon, Jun 14, 2021 4:42 PM

Unreliable Internet - Frequent disconnection and slow speeds

I am extremely frustrated with my internet.  Since the beginning of May I have been having frequent disconnections and poor performance.  I have repeatedly gone through the typical trouble shooting cycle of having an Xfinity tech look at my connection remotely, and reset my modem.  When this did not correct the problem a technician was sent to look at the physical connection.  He could not find any problems when it was working, but when it was not working he could of course not see my modem.

I have been using my own equipment since I opened this account two years ago and never had problems until May.  The technician suspected my equipment and recommended that I purchase a new Modem/Voice/Wifi combo to see if that eliminated the problem. I purchased the exact device that was recommended and problem still persists. 

At this point the connection to my home has been inspected and nothing found, and xfinity blamed my equipment.  Now I have replaced all of my equipment and the internet is still unreliable.  When I try to trouble shoot the problem with customer service we just end up doing the same cycle of resetting the modem and it works until it stops working a short time later.  

I need a more in depth investigation to get this problem resolved or it's just not worth paying for this service.  I will be returning the $200 equipment that didn't fix anything for me.  

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3 m ago

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This post was escalated on June 30, 2021 by EG

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EG

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3 m ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

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user_a46c29

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@EG 

I appreciate the response.

I returned the newer equipment that I tried out so I'm back to the ARRIS Surfboard TM822R Modem and TPLINK TL-WDR3600 router.  Here are the downstream and upstream numbers.  I hooked directly up to the modem with an ethernet cable to get this info.

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 32 579.00 MHz 3.16 dBmV 37.09 dB 256QAM 71768743 8420 54564
Downstream 2 33 585.00 MHz 3.44 dBmV 37.36 dB 256QAM 75626004 8138 50597
Downstream 3 34 591.00 MHz 3.38 dBmV 37.64 dB 256QAM 74199740 9462 55818
Downstream 4 35 597.00 MHz 3.37 dBmV 37.36 dB 256QAM 77923102 8583 50630
Downstream 5 36 603.00 MHz 3.07 dBmV 37.94 dB 256QAM 66838560 9036 55071
Downstream 6 37 609.00 MHz 2.96 dBmV 37.94 dB 256QAM 75298242 9706 52373
Downstream 7 38 615.00 MHz 2.93 dBmV 37.94 dB 256QAM 75173490 8771 52137
Downstream 8 39 621.00 MHz 2.98 dBmV 37.94 dB 256QAM 75441017 8865 51596

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 4 29.20 MHz 46.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 3 22.80 MHz 46.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 32QAM
Upstream 3 2 16.40 MHz 46.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 32QAM
Upstream 4 1 10.40 MHz 47.00 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s QPSK

(edited)

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3 m ago

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user_a46c29

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Here are some event logs that may help shed some light on the issue.  On my router event logs I have seen DHCP errors, saying no host response.  

DOCSIS(CM) Events

Date Time Event ID Event Level Description
6/29/2021 21:53 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 21:53 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 22:12 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 22:21 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 23:08 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 23:08 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 23:08 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 23:27 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 23:27 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/29/2021 23:27 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 2:35 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 3:41 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 7:19 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 7:19 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 7:19 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 7:20 82000300 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 7:20 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 7:20 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 10:25 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6/30/2021 10:25 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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3 m ago

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EG

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3 m ago

First. My apologies for losing track of your thread. :-( The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

(edited)

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user_a46c29

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3 m ago

@EG 

Thanks for escalating, I'm looking forward to hearing what they find.  What's the typical response time for that team?

Additionally here are some logs from my router that correspond with the internet dropping.

31 Jul 3 16:17:26 DHCP WARNING DHCPS:lease host name not found
30 Jul 3 16:17:26 DHCP INFO DHCPS:Recv DISCOVER from 70:2C:09:6C:7A:68
29 Jul 3 16:17:15 DHCP INFO DHCPS:Send ACK to 192.168.0.106
28 Jul 3 16:17:15 DHCP INFO DHCPS:Recv REQUEST from 70:2C:09:6C:7A:68
27 Jul 3 16:17:15 DHCP INFO DHCPS:Send OFFER with ip 192.168.0.106

I typically release and renew the dynamic IP to get reconnected.  This happens several times a day.

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XfinityDevinC

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@EG Thanks for always looping us in on these. I know your only limitation is visibility into certain signals you can’t see and I am glad to step in to take a look!

@user_a46c29 Thanks as well for choosing to work with us here on Forums and getting community support. We appreciate being able to assist you on this platform and for all the time and effort you have spent on this already. It sounds like you have tried quite a bit and put some time and money into this already. I would love to continue this support and stay with you through resolution. I will need to gather some account details so let’s move this over to a private conversation, please. Please follow the steps provided below and I’ll meet you over there 😊.

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 m ago

EG

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@user_a46c29

@ComcastDevin 

Quite welcome! 

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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3 m ago

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